RCC Services and Processing Manager

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GENERAL FUNCTION:

Manage RCC Call Center/Helpline and processing teams for the Regional Credit Center (RCC) processing activities across multiple states and geographic Regions. Lead and provide strategic direction for Direct Lending Fulfillment processing activities. Implement and achieve the primary goals, operating plans, policies, and short- and long-range processing objectives for the RCC. Enhance and maintain relationships between the Regional Credit Center and Retail National and

Financial Center management. Collaborate with Retail National, Risk Management, Compliance and Residential Mortgage to enhance customer experience, maximize productivity and protect bank assets.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage Processing team(s) responsible for processing of consumer applications.
• Develop, implement, and Manage quality assurance standards, processes, and Controls to achieve agreed service level standards across RCC footprint that mitigate risk and promote service excellence.
• Maintain working know ledge of internal processes and procedures to Provide Support for Helpline team.
• Create, Review, update and manage the business Continuity Plan.
• Develop and promote the use of a Centralized knowledge database as the primary point of reference for everyday inquiries.
• Ensure service level agreements are set effectively to provide a high level of service to the financial Centers, and that the appropriate metrics are in place to measure individual performance to the stated service level Agreements.
• Partner with Retail lending sales and Retail product management to ensure service level agreements and Retail market needs are being met and promote transparency in production Metrics.

• Coordinate with various onshore and offshore teams responsible for direct lending processes.
• Act as a trusted advisor, proactively educating the Processing teams and Bankers with each interaction.
• Consistently meet all quality, handle time, and adherence standards.
• Appropriately maintain and reference the resources available to our Bankers and Helpline and Processing teams.
• Maintain monthly reporting for team goals; provide feedback to leadership regarding goal recommendations.
• Identify and Develop Training and customer service opportunities for existing Processing teams.
• Monitor activity to ensure that customer service and production standards are met and maintained.
• Drive process improvements in partnership with other RCC leaders to decrease turn times for closings, reduce error/defect rates and Meet service quality standards for all loans processed for assigned Retail markets and groups. Partner with RCC leaders to identify and implement improvements to increase productivity and improve efficiencies for the Direct lending Regional Credit Center.
• Implement and Communicate process improvements throughout the RCC and Retail Partners to resolve process deficiencies.
• Maintain cooperative strategic relationships with key business partners across divisions (Mortgage/Retail Administration,
• Business Controls, Enterprise Risk Management, Product Development, Compliance, IT) and internal and external customers
• (Vendors).
• Strategically Support Bancorp consumer lending initiatives and projects.
• Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Manage a team of employees, across

processing sites. Manage the hiring, development, and performance appraisal / termination process. Develop talent pool to provide for succession planning. Recognize and reward employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s degree in Business or Finance or equivalent work experience.
• Minimum 4 years management experience in Consumer Lending, Banking, Financial Services.
• Minimum 4 years consumer credit experience preferred.
• Minimum 4 years Consumer Lending regulatory and compliance experience preferred.
• Demonstrated Change leadership and management skills.
• Demonstrated project management skills preferred.
• Ability to negotiate with others and Build consensus.
• Ability to interact with all levels of management and external Customers.
• Ability to manage priorities and tasks.

RCC Services and Processing Manager

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

LOCATION -- Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.